Problems with Intercasino and Interbingo

[bingoprincess55]

Well, after several emails to Ryan Hartley and calls to their support, not to mention the private messages that I sent to Ryan right here that have gone unread for over a week, I have to relate my problem and get some suggestions. Last month, I deposited money with Interbingo and Intercasino and proceeded to play it out. As those who play with them probably know, you receive bonus play for each wager that you make with them the 25th of the following month. I received that email on the 26th of this month. It was for 23 dollars and some change. I had to call them as I could not remember my login name as they had been deleted from my computer when it crashed. I called support and they verified my info and gave me my login. I noticed that the amount I had in my account was not quite the amount named in the email and gave support another call to see if anything was wrong. They informed me at that point that I had logged into their casino earlier that day and lost money playing craps, and was given two 10 dollar bonuses by who knows who. I then informed support that I have never in my life played craps and had no intention of doing so. When I played in the casino, it was strictly blackjack or slots. She then said "Oh yes, it was blackjack that you were playing". Right. She then said that she was passing my account over to the fraud department. I said that was ok with me as I knew I had not played craps and that I certainly had not received or called about any 10 dollar bonuses. She said that it was ok if I went in and played the balance of the bonus bucks I had left. So I did. I was lucky enough to turn 21.00 into 275.00 playing blackjack. I even played bingo the next day and lost my patoot. I cashed out 125.00 leaving a balance in my account to play with of almost 75.00. I called support again to inform them that I had cashed out and it was indeed me who had. The gentleman informed me that it would be processed and that the investigation would take anywhere from a few hours to a couple of days. I received an email from them informing me that the withdrawal was in process and received a transaction number from them. I was also told that it would take approximately 1 day to show up in my NETeller account. When it didn't, I called support yet again and was told that my account was locked and that the investigation was still ongoing. Bullcrap. I finally received the withdrawal into NETeller on the 31st. I tried to sign back in and play the balance of the 75.00 and sure enough, my account is locked up. I find it extremely questionable that they actually processed the deposit, which would indicate no fraud whatsoever on my part, however, they still have my account locked. I also found it funny that the acct was never locked until I requested the withdrawal. Could someone pls give me their thoughts on this? Thanks. You might remember me as SFeagleAgain on the forum. Thanks again.

 

[dickens1298]

Well, after several emails to Ryan Hartley and calls to their support, not to mention the private messages that I sent to Ryan right here that have gone unread for over a week, I have to relate my problem and get some suggestions. Last month, I deposited money with Interbingo and Intercasino and proceeded to play it out. As those who play with them probably know, you receive bonus play for each wager that you make with them the 25th of the following month. I received that email on the 26th of this month. It was for 23 dollars and some change. I had to call them as I could not remember my login name as they had been deleted from my computer when it crashed. I called support and they verified my info and gave me my login. I noticed that the amount I had in my account was not quite the amount named in the email and gave support another call to see if anything was wrong. They informed me at that point that I had logged into their casino earlier that day and lost money playing craps, and was given two 10 dollar bonuses by who knows who. I then informed support that I have never in my life played craps and had no intention of doing so. When I played in the casino, it was strictly blackjack or slots. She then said "Oh yes, it was blackjack that you were playing". Right. She then said that she was passing my account over to the fraud department. I said that was ok with me as I knew I had not played craps and that I certainly had not received or called about any 10 dollar bonuses. She said that it was ok if I went in and played the balance of the bonus bucks I had left. So I did. I was lucky enough to turn 21.00 into 275.00 playing blackjack. I even played bingo the next day and lost my patoot. I cashed out 125.00 leaving a balance in my account to play with of almost 75.00. I called support again to inform them that I had cashed out and it was indeed me who had. The gentleman informed me that it would be processed and that the investigation would take anywhere from a few hours to a couple of days. I received an email from them informing me that the withdrawal was in process and received a transaction number from them. I was also told that it would take approximately 1 day to show up in my NETeller account. When it didn't, I called support yet again and was told that my account was locked and that the investigation was still ongoing. Bullcrap. I finally received the withdrawal into NETeller on the 31st. I tried to sign back in and play the balance of the 75.00 and sure enough, my account is locked up. I find it extremely questionable that they actually processed the deposit, which would indicate no fraud whatsoever on my part, however, they still have my account locked. I also found it funny that the acct was never locked until I requested the withdrawal. Could someone pls give me their thoughts on this? Thanks. You might remember me as SFeagleAgain on the forum. Thanks again.

So let me see if I understand this correctly:

(1) You DID receive the withdrawal of $125 into your Neteller account.
(2) You are currently locked out of your account, which holds a balance of $75.

I'm unsure why you could not remember your account name, since it is on the same piece of paper as your PIN code, which you would need to withdraw any funds.

It appears that they locked your account because of the "fraudulent" activity you had mentioned earlier (the craps sessions that the rep then changed to BJ sessions). When you had called them to confirm the $125 cashout, I would hypothesize that the $125 was first processed, THEN the lockout occurred.

Look at the bright side - you cashed out over $100, you have $75 in an account, the lockout isn't forever, and Intercasino took the steps it needed to take once it realized that there was possibly any unauthorized activity on your account.

 

[chuchu59]

So let me see if I understand this correctly:

(1) You DID receive the withdrawal of $125 into your Neteller account.
(2) You are currently locked out of your account, which holds a balance of $75.

I'm unsure why you could not remember your account name, since it is on the same piece of paper as your PIN code, which you would need to withdraw any funds.

It appears that they locked your account because of the "fraudulent" activity you had mentioned earlier (the craps sessions that the rep then changed to BJ sessions). When you had called them to confirm the $125 cashout, I would hypothesize that the $125 was first processed, THEN the lockout occurred.

Look at the bright side - you cashed out over $100, you have $75 in an account, the lockout isn't forever, and Intercasino took the steps it needed to take once it realized that there was possibly any unauthorized activity on your account.

Why hypothesize? If the lockout had occurred before the processing of the cashout I doubt whether the $125 would be in the neteller account now since the whole amount could be linked to alleged fraudulent activity. Whether the lockout turns out to be permanent or not depends on the outcome of the investigation. However,unanswered e-mails for over a week does not bode well for this casino.

 

[bingoprincess55]

Replies

Thanks for your takes on it. First of all, I didn't have my Ecash paper handy and had filed it away since I did not have a balance, as far as I was concerned. So I had no need to have the paper handy and had actually forgotten about it until I tried to withdraw and realized that I even needed the pin number. So, I had no initial access to my playing alias. It was not exactly an important paper as far as I was concerned as I had no balance until I had gambled with the bonus money that Ryan Hartley himself alluded to in the email I received from him. The fact that the withdrawal was indeed processed would indicate that there was NO fraudulent activity involved in my account and that they were aware of this when they processed the cashout AND when they locked the account. I have been around long enough to know that ANY casino, regardless of reputation, will not process ANY withdrawal that is suspected to be fradulently obtained. So that, in itself, would indicate absolutely no reason to lock the account. If Intercasino and Interbingo are so concerned about customer service, as I have heard over and over again, why would they allow emails and private messages to go unanswered for over a week? I think this is the bigger question. Their actions make no sense, whatsoever. EDITED TO ADD: This "investigation" has far surpassed the "couple of hours to a couple of days" originally stated by their support staff in conversations that I had to initiate in the first place. I received no phone call or email indicating that locking the account was their intention. Their actions would intimate that they are no better than a lot of online casinos that lock accounts for simply winning more than you have invested. Isn't that the inherent reason for gambling in the first place? The chance that you might actually withdraw MORE than you have invested? I truly believe that the non-response of the casino and Ryan Hartley speaks volumes.

 

[The Dude]

Hi bingoprincess55, welcome back. Why don't you use your old account?

Anyway you mention this:

Well, after several emails to Ryan Hartley and calls to their support, not to mention the private messages that I sent to Ryan right here that have gone unread for over a week, I have to relate my problem and get some suggestions...

If you signed up on the 5th (Friday) the day you originally posted, how are his PMs going unanswered for over a week? You can't PM anyone unless you are a forum member.

I'll look into this to see what's up. But please don't purposely try to make a manager look bad in public when he probably hasn't done anything to deserve it.

 

[bingoprincess55]

Thanks for the welcome back Bryan!

Hi there Bryan, and thanks for any help you can give. I actually joined up under this name in March as I had recently remarried and Feagle is no longer my last name. I receive your newsletter every month and have since I re-signed up in March. One of the few things in my inbox I actually look forward to . I actually gave Ryan a week to answer the private messages before I posted on the forum. The private messages to Ryan have been sitting in the box waiting for an answer since July 30th. And I checked again this morning and they are still unanswered. So this has actually been going on for some time now, not just since Friday. Anyway, thanks again for looking into this and it is much appreciated. EDITED TO ADD: I am not doing this to make anyone look bad, I simply need some answers that I am not getting through all the channels I have tried. I know that you believe that Ryan is a stand up guy and I am giving him every opportunity to prove it. I simply do not gamble in casinos that you do not recommend for that express purpose.

 

[bingoprincess55]

Thank you Bryan and Intercasino.....

Thanks Bryan. I assume that the phone call I received today from Intercasino support clearing myself and my account was your doing. The young lady that called me today informed me that there are many new people working in support and that it was simply a mix-up in coding. She apologized and stated that it was proven that I did not play craps and that, for some reason, my acct. had been mixed up with someone else's. Now, I will go back playing at Intercasino and Interbingo feeling fairly reassured that this will not happen again. The only thing that still bothers me a tad is the non-response from Ryan Hartley, who claims an "open door" policy for problem resolution and claims to monitor the boards. Thanks again, Bryan and I truly appreciate your help. I consider this matter closed satisfactorily.

EDITED TO ADD: I just received two very nice emails from Ryan Hartley and he is indeed a very stand-up guy! He not only apologized for not getting back with me, but promised a comp in my account. You can't beat that for customer service. Kudos to Intercasino and Ryan Hartley! It reinforces your belief that casinos do indeed listen.

 

[Petunia]

**Was just wondering ... Any chance that he is on his annual leave, as it IS that time of the year with long school holidays, semi-warm days across various parts of the world.... hmmmm I need a break! **